EC500 - calls only ring once then cover to voicemail

[Bondojordo]

Howdy,

Running Cm 5.2

I've never had this issue before, but all of a sudden, when my ec500 is enabled any call into my extension whether internal or external, rings once (barely) then covers to voicemail immediately.

Just as of yesterday and all the times before, calls would ring a couple times at my station then forward to my cell phone and then cover to voicemail like normal.
Now, the calls never reach my cell phone and immediately land at voicemail.

Any ideas what could be causing this?

Any help would be greatly appreciated,
Thanks!

 

[joe2938]

Status your station, is your send all calls activated? have you run a list trace station yet?

 

[Bondojordo]

SAC is not activated
Ran a list trace, the call hits the proper trunk then appears to attempt the cell phone, but immediately is sent to voicemail

 

[kyle555]

EC500 should simultaneously ring both.

Maybe the carrier has a long path/long time getting to the cell carrier. What kind of trunks? If ISDN, maybe you'd see "setup" then progress then alerting. Maybe alerting takes a while? It'd prove your carrier takes a long time to get that set up. If SIP, you'd probably never see it. What if you increase rings to voicemail? Does your cell ring then? Might just be a slow PSTN

 

[Bondojordo]

ISDN trunks

Rings in coverage path are already set to 5 rings.

Still does not ring cell phone.

 

[kyle555]

And, can your desk call your cell normally? Did the carrier somehow turn off sending "from outside caller to bondos cell" but still lets "from bondos DID to bondos cell"?

 

[joe2938]

ec500 is enabled correct, has someone changed any programming to the ec500 config set etc... do a list history, are other ec500 sets doing the same? and as kyle has said are you able to call your desk phone normally?

 

[Bondojordo]

interestingly enough, if I call my cell from the extension, it goes directly to voicemail (on the voip system).
That happens if EC500 is enabled and disabled

 

[joe2938]

have someone call your cell from their cell phone, if it goes directly to voicemail then it's not an ec500 issue but an issue with your cell phone itself

 

[Bondojordo]

Done. Just made a test call from one cell phone to my cell phone in Ec500. Went straight to audix, and the EC500 was not even enabled.

How would I describe the problem I am having with the cell carrier?

 

[joe2938]

calls go directly to voicemail when they call my cell phone,they will know how to resolve the issue

 

[Bondojordo]

thanks!

 

[joe2938]

I bet if you google it with your phone model it will tell you quicker then calling your carrier

 

[Bondojordo]

ITS HAPPENING AGAIN!

Just to recap, EC500 is enabled.
When my extension is called from any phone or cell phone, it rings at the station then immediately goes to Audix. Never reaches the cell phone it is programmed to cover to.

Additionally,
When EC500 is off, and you call my cell phone, the call goes to Audix immediately.

The last time this happened,
I resolved the issue by removing my extension and re-adding it to the off-pbx station mapping.
That cleared it.

Now, that solution is no longer working.

Any ideas?

 

[Bondojordo]

UPDATE:

I changed the cell phone number programmed in EC500 to another number with a different carrier, and it worked.
So, for some reason it seems to be an issue with the carrier?

 

[kyle555]

Sure can be! Is the behaviour the same regardless of source phone number? same cell carrier thru your desk to ec500, a pots line, etc? You on PRI or SIP? Is it local or LD to your cell from the trunks you're going out? Stuff like that.

If you're presumably passing original caller's CPN to your cell and that goes from your carrier to the mobile carrier and they see the source and originating CPN as being something that don't jive, they could reject the call. They shouldn't but, you know how it is.

What if you block CPN from the source number calling through your desk to ec500? Anything you can pull in that direction is good ammo to toss at your carrier.

 

[Bondojordo]

Is the behaviour the same regardless of source phone number? - YES

You on PRI or SIP? - PRI

Is it local or LD to your cell from the trunks you're going out? - LOCAL

What if you block CPN from the source number calling through your desk to ec500? - HOW CAN THAT BE DONE?

 

[Digit Slave]

It sounds like your cell voicemail is picking up on the first ring. This can "intercept" desired call behavior when EC500 is activated. See thread690-1756315. You can use a different off-pbx-telephone configuration-set in your EC500 mapping to change the behavior. Look at the setting "Cellular Voice Mail Detection:". Best of luck.